Walk In Drive @GGN | Learning Specialist & Customer Experience Manager

Coaching and Development:

• Supports CE & LS Team Leads with regular and consistent coaching.
• Reinforces team strengths and creates customized action plans to address areas for improvement.
• Properly documents development and progress.

Collaboration:

• Encourages collaboration with other departments to align with company and business strategies.
• Designs and implements action plans, policies, and procedures to ensure high CSAT performance, as directed by Management.

Operational Review:

• Actively participates in internal and external meetings (WBR, MBR, QBR, YBR, etc.) to discuss trends, action plans, and reinforce strengths.
• Provides recommendations for solutions and drives process innovation.

Verint/Training LMS:

• Ensures proper usage of the tool, self-trains on all available versions, and maintains communication with IT and POC to report any outages.
• Keeps data updated to meet recording percentage requirements according to the client SOW.
• Ensures team members are trained and utilizing the tool effectively.

Client Relations:

• Manages client communication and acts as the point of contact for aligning Quality Assurance and business strategies.
• Contributes as a partner in developing process improvements

HC Forecasting and Right-sizing:

• Collaborates with Operations and Workforce to determine FTE forecasts along with New hire training scheduling and maintaining support-to-agent ratios as per agreements or SOW.
• Handles headcount requisition and ensures promotions and movements are processed.

Team Management:

• Designs improvements in departmental structures to provide career opportunities and growth for CE staff.
• Monitors departmental morale through discussions with CE staff.
• Maintains open communication by scheduling regular group discussions to address needs, requests, and issues.
• Coordinates and assists in resolving concerns faced by CE team members.
• Performs administrative tasks such as payroll, status change forms, and maintaining 202 folders.

Skills:

• Excellent communication and interpersonal skills
• Strong leadership and team management abilities
• Excellent problem-solving and conflict resolution skills
• Ability to analyze data and make strategic decisions
• Proficient/Fairly comfortable with MS Office and Google Sheets, Docs & Slides
• Candidate should have 10 yrs (4 years as Manager) of experience